Complaints

This profile includes complaints for Acima's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acima

  PO Box 1667 Draper, UT 84020-1667

  
• 

  Acima

  13907 Minuteman Dr 5th Floor Draper, UT 84020

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They emailed me asking if it was me making a purchase in another state. I called them and told them it was not me do not let the purchase continue. We'll then I get an emailed thanking me for using their services. Once again I called and said it was not me. Their response was it's up to me to file a fraudulent purchase claim with the police. Then a month later they threatened to turn me into collections for none payment. Well they took money from my account today and when I called they said it's not their problem. So they are stealing from people.

  

  Business Response

  Date: 10/25/2024

  Mr. ***** ********* alleges identity theft. Acima takes fraud allegations very seriously. We request Mr. ********* file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request they send a copy of the police report, which must include Acima as an affected lease, to ******************************* Alternatively, Mr. ********* may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate their allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have placed a pause of our reporting for 30 days while we await additional documentation. Please note, Experian is the only major credit bureau to which Acima reports. 
  
  As we are awaiting further documentation, we consider this complaint closed. Mr. ********* may email the requested information to ******************************* For any questions he may contact our customer service by calling **************. 

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 10, 2024, I had the screens of my ******* S23 and Note 20 replaced. However, the merchant at **************** damaged them during the process. The screen on my ******* S23 was unresponsive unless I used the S-Pen, and my PIN on ****** was altered, rendering me unable to access my phone. Additionally, my S-Pen was missing from both phones, and they stated they couldn't locate them. Merchant claim to use genuine parts when in reality they replace with aftermarket screens.After numerous attempts to call the store, I texted the owner on July 24, 2024, ******, who had promised a refund. When I followed up on my refund, I found out that I had been blocked. Although the merchant had agreed to issue a refund via Acima, he failed to communicate with them until October 16, 2024, which was after his 90-day warranty had lapsed, leading to an increase in the early payoff amount. Acima stated that they cancelled the lease during the dispute process and would refund what I had already paid and cancel the lease. However, they have yet to take any action, and they have now sent the matter to their collections department.

  

  Business Response

  Date: 11/01/2024

  Acima Leasing (hereinafter us, we, our) received the complaint filed by Ms. ****** ******** through the Better Business Bureau on October 22, 2024. We received the same complaint through an alternative complaint forum and resolved her concerns. As such, we consider this matter closed.  
  
  If Ms. ******** has further questions regarding her cancelled lease, she may contact our customer service department at **************. 

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a couch through ****************. It went very smoothly. They sent me home with one paper. Customer #************ Date **/**/** Sales order#********* $2499.99 I was okay with that. Was told the payment would be around $220.00 a month on the 10th of the month. They have already taken two payments out of my account. We are retired and on a fixed income. I never would have agreed to pay two payments a month of that amount. I feel like I have been scammed! Have tried numerous times to contact these people and can not make contact! I was told it was financed through Acima.

  

  Business Response

  Date: 10/28/2024

  Acima Leasing (hereinafter we, us, our) received the complaint filed by Mr. ***** ****** on October 22, 2024. Mr. ****** expresses that he believed he had one monthly payment, not two. We note that Acima automatically sets up rent payments at the frequency customers indicate they receive income, and the rent payment amounts are based on the cost of the property selected. We further note we provided Mr. ****** a full copy of his rental-purchase agreement prior to signing. We will have our resolutions team reach out to Mr. ****** directly, as he indicates he is having difficulty reaching Acima Leasing. Mr. ****** may also call us at **************, and we will be happy to assist him. 

  Customer Answer

  Date: 11/02/2024

   
  Complaint: 22460770
  
  I am rejecting this response because:
  I would have never accepted this document if I had seen that I had to make two payments a month.  My wife and I had to do without prescriptions and groceries because of this.  We are 70 years old, retired and on a fixed income!  They asked me how many times a month I get paid, not how many payments I could make.  I had to sign the documents on my phone and I can hardly even read the printing.  Not one person said there would be two payments a month!!!  I love the couch, but you need to come and pick it up, we cant live with this amount coming out for this couch!!!!
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/07/2024

  If Mr. ****** would like to return the property, we encourage him to contact us at his earliest convenience at **************.  

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am contacting you regarding a fraudulent account from ********************** FKA SIMP that has appeared on my credit report. I have filed a complaint with *****************, as I am a victim of identity theft.The account was fraudulently opened on 6/9/2021, with account number *******, without my consent. This account is illegitimate, and I demand its immediate removal from my credit report.I request that the Better Business Bureau contacts Acima Digital and the relevant credit bureaus to initiate a thorough investigation and correct my credit report immediately. This matter must be treated with urgency.

  

  Business Response

  Date: 10/22/2024

  Mr. ****** W ***** alleges identity theft. Acima takes fraud allegations very seriously. We request Mr. ***** to file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request Mr. ***** send a copy of the police report, which must include Acima as an affected lease, to ******************************* Or, Mr. ***** may provide the ************************ Identity Theft Affidavit (FTC Affidavit) that he claimed he filed. Upon receipt of the requested documentation, we will further investigate allegations. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have placed a pause of our reporting for 30 days while we await additional documentation. Please note, Experian is the only major credit bureau to which Acima reports. 
  
  As we are awaiting additional documentation, we consider this complaint closed. Mr. ***** may contact Acima customer service at ************ with any additional questions. 
  

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima took funds out of my checking account, which my bank reversed . I have never done business with them..they are now harassing me with texts, emails, and phone calls.

  

  Business Response

  Date: 10/23/2024

  Acima takes fraud allegations very seriously. If Ms. ****** believes her identity was used to fraudulently create a lease, we request she files a police report and provides us with a full and complete copy of the same at ******************************* Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that the lease is in fact fraudulent, we will terminate the lease and if applicable, remove all reporting of it from the credit bureau. Absent additional information, we are unable to make a determination as to whether fraud occurred. 
  
  As Ms. ****** indicates she does not wish to receive phone calls or communication from Acima, we have placed a do-not-contact order for her communication methods. She will receive no further communication from Acima unless she specifically requests it. 
  
  As we are awaiting additional documentation, we consider this complaint closed. If Ms. ****** has any additional questions regarding this response or obtains the requested supporting documentation, she may contact our fraud department at ******************************* 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 8th, an order was placed with *******. I used Acima Leasing Company to finance but I knew I would be paying the leasing amount off within 15 days of purchase. On October 10th, I called Acima to find out how to pay this off and they were charging me an additional $130 for finance and rental charges. It hadn't even been 5 days. I was not going to pay that so I cancelled my purchase with ******* on 10/11 and to this date, I have not received any confirmation from Acima that the refund has been created. I have tired 6 times today to call Acima but no one is answering the phone so I have no idea what is going on.,

  

  Business Response

  Date: 10/25/2024

  Acima Leasing (here in after us, we, ours) received the complaint by Ms. ******* ******** through the Better Business Bureau on October 21, 2024. We have reached out directly to Ms. ******** and resolved this matter. If she has additional questions, she may contact our resolutions department at **************. 

• Initial Complaint

  Date:10/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Acima is making changes to my lease contract 60 days after the contract was signed and activated, without notifying me or asking me my permission. When confronted with "why" they made changes they cannot answer me, they deflect suggesting that is was a rogue employee who made changes to the terms of my contract. The changes made resulted in my payment toward principle being deleted and the total amount of my buyout did not reflect those payments, therefore making my buyout amount greater than it would have been had the payments been credited. As a result I cannot afford the buyout and will now be forced to extend the lease, thereby doubling the total amount of payments, or 100% profit for Acima. This is a unlawful action, and one that they should be held accountable for.

  

  Business Response

  Date: 10/21/2024

  Acima Leasing (hereinafter we, us, our, Acima) received the complaint filed by Mr. ******* ******* through the Better Business Bureau on October 18, 2024. We investigated his complaint and provide the following response.  
  
  Mr. ******* alleges a change was made to his rental-purchase agreement (the Agreement) without his permission, causing an increase in his purchase amount. This is not true. The terms and conditions, including the purchase amounts and his early-purchase dates, remain unchanged. We have not and will not increase his purchase price, and Mr. ******* is able to purchase at any time.  
  
  We note that Mr. ******** address is reflected as being in an area potentially affected by a hurricane. As such, we deferred his October rent payments. This does not increase his purchase amounts. It simply means we deferred Mr. ******** rent obligation for October 2024. Moreover, when Mr. ******* contacted Acima directly, he made a one-time payment and we additionally offered to schedule a rent renewal payment for him in accordance with his rent payment schedule, however, he declined to do so and requested we extend his first early purchase option deadline. Our agents were unable to do so at that time. We find it unfortunate that Mr. ******* was dissatisfied with our service.  
   
  As a one-time courtesy, we have granted Mr. ******** initial request to extend his first early-purchase option due date from the initial date of November 24, 2024, to December 24, 2024. Please note, this does NOT increase Mr. ******** payment obligations, it simply grants him additional time to utilize this option. We note that as Mr. ******* has previously made an advance rent payment, his regular rent payments are currently considered pre-paid. If Mr. ******* wishes to utilize his first early-purchase option, we encourage him to continue making one-time payments at his convenience until he has utilized this option. 
  
  Mr. ******* may contact our customer service department at ************** with additional questions or to discuss how to successfully utilize his first early-purchase option. Mr. ******* may also review the status of his lease at any time and make payments via the Acima customer portal located at ****************************.  
  
  As we have granted Mr. ******** request, we consider this complaint closed. Mr. ******* may contact us at the number listed above with any questions.  

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband purchased a couch from Bobs Furniture in August 2024 (3 months ago). He called Acima to ask for a discount on the couch since it went on sale the same day we purchased it. They stated they dont do discounts and transferred us to the Resolution team. The resolution department came up with a settlement (never asked for one), 3 payments of 496 and some odd cents. Acima received the first payment September 9, 2024. All of a sudden they started going in his account and taking random amounts of money causing his account to be negative which in turn accrued late fees. After talking to collections recently, ******* thought the he solved the problem but that was NOT the case. After speaking with the ********************* yet again Monday the 14th of October it was supposedly again resolved. Well today (10/17/2024) my husband finds out that they took ****** from his account. They will not refund that money nor take if off the remaining balance. Your company needs to come up with a solution immediately. This company is committing fraud and someone, us have finally figured this company out and will be reported immediately to the proper people. We can attach bank statements once someone from the company contacts my husband or myself.

  

  Business Response

  Date: 10/18/2024

  We were unable to locate a lease account in our system matching the identifying information that Ms. ********* ******** provided in her complaint. Ms. ******** may contact our customer service department by phone at ************** if she has any questions, or if she would like to assist our agents in attempting to locate a lease account associated with her information. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22436506
  
  I am rejecting this response because: the lease agreement is in the name of Kwaysee ********. Phone number ************.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 10/25/2024

  Upon receipt of this rejection, we located the lease in question and confirmed Ms. ******** is an authorized party. We reached out directly to *** and Ms. ******** and resolved this matter. If *** or Ms. ******** have any further questions, they may contact our resolutions department at **************. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22436506
  
  

  I reject this response.

   

  The business came up with their own solution and does not satisfy us as customers. We have had a bank account closed because of this business trying to take money that was not theirs to take. The bank closed the account because of this.

   

  The perfect resolution is for them to waive their last payment they want. That is what a business would do for everything they put us through.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 11/12/2024

  Ms. ******** requested a billing adjustment, as her desired resolution. Please note, we have already granted such. As we have rectified this issue and provided a courtesy that *** and Ms. ********* gave their authorization and consent to, we consider this matter addressed and resolved. If the referenced parties would like to revoke their authorization for the settlement in question, they may contact our customer service team at ************** 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22436506
  
  I am rejecting this response because: we did not have a choice but to go with their solution as they were not budging on anything we were saying. They wanted us off the phone. I am very upset that they don't care someone has lost their bank account because of them.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have payments to this account coming out of my taleris credit union and was in the process of paying it off and the keep deleting my means of payment and then tells me that they cant put it back in. I have been through this 3 times and twice they put it back in and now they are telling me to get a prepaid credit card and make the payment. I told them no it was set up to come out of this account. After being on hold for ah HOUR they told me to use a different card and in the meantime they are adding more interest on the account. I just want the original method of payment put back in so I can pay this off and the additional interest removed

  

  Business Response

  Date: 10/16/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Ms. ****** ****** through the Better Business Bureau on October 14, 2024. After reviewing Ms. ******* complaint, we confirm that Ms. ****** has previously made successful payments via the payment method referenced, however, more recent payments returned with the error Bad account info/Not a currently existing account. Ms. ****** may contact the bank associated with the referenced payment method for further information. Additionally, we confirm Ms. ****** was able to add a new payment method and submit a payment on October 15, 2024. 
  
  Please note, Acimas Leasing product has no interest rates; all costs are disclosed within the Agreement and offered for review before signing.  
  
  Ms. ****** can utilize the Acima Customer Portal to add payment methods or make payments, at https//:*******************************************************************. If Ms. ****** has further questions or would like assistance in managing the payment methods on file, she may contact our customer service at ************. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22420473
  
  I am rejecting this response because:
  I have contacted the credit union and they not rejected this.   It is on Acimas side.   The last manager I spoke to advised me that it is against federal regulations to make payments from a savings account?  
  ********************** says they do t add finance charges for they also told me they arent a financial institution.   To pay off the account each day more ******************** charges are added?  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/22/2024

  Acima Leasing (hereinafter we, us, our and Acima) received the complaint filed by Ms. ****** ****** through the Better Business Bureau on October 14, 2024. After reviewing Ms. ******* complaint, we note, Acima is not able to make ACH withdrawals from savings accounts. ********************************************* is not a financial institution, we are a lease-to-own company offering an alternative option of financing. Acima purchases the merchandise selected by the customer from an independent third-party retailer and then rents the merchandise to the customer through a terminable rental-purchase agreement.. Ms. ****** may contact our customer service department at ************** with additional questions or to make payment arrangements. 

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute an account listed on my ********************** report under ACIMA DIGITAL FKA SIMP. This account was opened fraudulently as part of an identity theft scheme, and I demand its immediate removal. I had no involvement in opening this account and have already filed a formal identity theft report with *****************, a federal agency responsible for addressing such issues.The details of the fraudulent account are as ******************************** Name: ACIMA DIGITAL FKA SIMP Opened Date: 1/1/2022 Account Number: *******The continued presence of this account on my ********************** report is a violation of my rights under the Fair Credit Reporting Act (FCRA), and I will pursue all legal avenues if this matter is not resolved swiftly. I expect this fraudulent account to be removed immediately, and confirmation of the correction should be sent to me in writing.

  

  Business Response

  Date: 10/14/2024

  Ms. ******* ******** alleges identity theft. Acima takes fraud allegations very seriously. We request Ms. ******** file a police report and provide us with a full and complete copy of the same so we may continue our investigation of this lease. We request she send a copy of the police report, which must include Acima as an affected lease, to ******************************* *************** may provide us with a ************************ Identity Theft Affidavit (FTC Affidavit). Upon receipt of the requested documentation, we will further investigate her allegation. If it is determined that this lease is in fact fraudulent, we will terminate this lease and remove all reporting of it from the credit bureau. Absent proof of fraudulent activity, we will not terminate the lease or remove our reporting. We have placed a pause of our reporting for 30 days while we await additional documentation. Please note, Experian is the only major credit bureau to which Acima reports. 
  
  As we are awaiting additional documentation, we consider this complaint closed. Ms. ******** may contact our ******************* at ************** with any additional questions.